Ameyo Customer Interactions Management tool becomes the technology powering the customer care unit of IDLC. The operations ranged from business administration to legal processes and with a disparate set up of work operations; there was a rising need for consolidation of the work process. There was deterioration in the number of repeat customers, thereby leading to a failure of customer retention ability. With Ameyo as the driving force, the interactions were efficiently managed without worrying about the wastage or redundancy of existing resources.
Adding further Surajit Roy, Senior BD, Drishti-Soft says, "Dependency on manual management of processes was leading to downtime and increasing the scope of human errors. Automation was needed in order to improve business efficiency by a considerable amount. Ameyo provided the much needed automation and boosted customer satisfaction levels. IDLC has recorded a remarkable increase in customer retention owing to Ameyo’s unified platform."
As a financial service provider, the interactions were mostly query-related, legal processes, transaction-associated and also a network of communications that took place within the workplace. Safeguarding the information of the customers and ensuring secure interactions forms a vital part of any financial organization. Also a better customer-query response that can be facilitated through a CRM becomes important. Ameyo provided for a common infrastructure across organizations and gave a holistic customer view across various units.
Ameyo is feature-rich call center software that comes equipped with high-end features such as auto-attendant and risk management which enables the desired reliability and safety. It can effectively manage the resources so as to ensure maximum productivity. A bird's eye view of the operations, regular tracking of incidents and skill-based routing of the calls, all of these contributed in easing out the complexity involved in manual handling of interaction processes. Equipped with the power of Ameyo, IDLC can now plan a rapid business expansion on the same technology infrastructure.
IDLC is the largest financial institution (non-banking) and one of the leading investment and merchant banks of Bangladesh. It was established in 1985 with the collaboration of reputed international development agencies, such as Kookmin Bank, Korean Development Financing Corporation, International Finance Corporation of the World Bank Group, Aga Khan Fund for Economic Development, German Investment and Development Company.
Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.
Publish Date: November 2, 2011 10:52 AM